Senior Customer Success Manager

Every business talks about “better customer conversations.” SaaS Labs builds products that actually make them happen.

From JustCall to CallPage to ServiceAgent.ai, we help thousands of businesses communicate better.

Here's where we are: With 300+ people across India, the US, and beyond, we’re at an inflexion point as AI reshapes business communication.

What's it like to work here? Total ownership. We’re a team that moves with purpose, builds with ambition, and loves seeing our work make a real impact.

And, if you're already nodding along, let's start the conversation.

With JustCall, we’re leading the innovation on how sales and service teams connect with their customers— using AI — across calls, texts, emails, WhatsApp, and whatever comes next! It’s a multichannel communication system that helps 7000+ of our customers serve their customers better- with 24/7 AI Agents, on-point integrations, and other forward-looking features. Senior Customer Success Management is a role that is defined in various ways in the industry, but at its core, it is all about making the customers successful and making them realise the value of the services we offer. A good Senior Customer Success Manager must have a thirst for knowledge, the ability to learn quickly, easily grasp new software applications, and act as a conduit between the customer and our company.

• Build value-based relationships with the customer stakeholders and build them into champions and advocates.

• Own the customer journey, and ensure product adoption, renewal, and identification of expansion opportunities.

• Facilitate user onboarding and ensure optimum usage of the product by the users.

• Identify product usage gaps and consult with the customer on actionable solutions.

• Monitor customer health metrics and proactively address any issues or concerns.

• Conduct regular executive business reviews to keep track of evolving customer objectives and showcase value.

• Contribute to the refinement of the product roadmap.

• Collaborate closely with Account Managers and Account Executives to identify and close opportunities for upselling, cross-selling, and development of customers’ success plans based on their desired outcomes.

• Drive customer advocacy through reviews, testimonials, references, customer meetups, webinars, case studies, etc.

• Optimise existing processes within the organisation and actively enhance all customer success initiatives.

• Exceptional ability to communicate and foster positive business relationships with customers as well as internal stakeholders.

• Exemplary written and verbal communication skills to work with global customers.

• Experience working with at least one Customer Success tool like Gainsight, Totango, ChurnZero, or similar ones.

• Strong problem-solving and analytical skills with the ability to derive actionable insights and recommendations from data.

• Proven track record of driving customer success and retention

• Ability to work across varied customer segments.

• Good understanding of SaaS and business processes

• 5-10 years of experience in B2B SaaS Customer Success, focused on US & EMEA customers.

• Should have experience in engaging with C-level and Senior Executives.

• Graduation in Science, Engineering, and Commerce fields from an accredited college or university. A postgraduate degree would be beneficial.

• Take time off when you need it. We trust you to manage your energy and schedule responsibly.

• We don’t track hours, just impact. Work when you’re most productive, as long as you show up for your team.

• Competitive pay that reflects your skills, experience, and the value you bring.

• Once a year, we also trade Zoom calls for real hugs and high-fives, gathering somewhere nice and sunny to connect, recharge, and celebrate.

• Comprehensive physical and mental health coverage for you, your partner, and your family, because care shouldn’t come with fine print.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to making hiring or any employment decision regardless of race, colour, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.

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